Offshore service desks involve relocating or establishing a company’s service support operations in a different country, typically where operational costs are lower. This model focuses on providing essential services, such as it support, from a centralized offshore location.
These service centres operate on the principle of delivering round-the-clock support. Utilizing the ‘follow the sun’ model, they ensure continuous service availability by handing off tasks across different time zones. This system is particularly effective for businesses operating on a global scale, requiring 24/7 support.
Offshore service desks are primarily intended for globally operating businesses that need to maintain constant service availability. They are also beneficial for companies looking to reduce operational costs while maintaining a high level of service quality. This model is adaptable to various industries, especially those with a significant reliance on it support.
One of the primary reasons for integrating offshore service desks is the significant cost reduction it offers. By relocating service desk operations to regions with more favourable support costs, businesses can maintain high-value services at a lower expense. This approach is particularly beneficial for enterprises operating globally around the clock, where the ‘follow the sun’ model ensures real-time availability and cost efficiency.
Offshore service desks centralize operations, providing around-the-clock support. This setup is critical in handling recurrent it maintenance tasks and quick fixes, allowing the core business to focus on strategic growth initiatives. Such efficiency not only improves the quality of it support but also streamlines overall business operations.
The offshore service model extends beyond cost savings and operational efficiency. It plays a crucial role in helping businesses explore new markets and customer segments. Leveraging local networks and expertise, companies can forge new partnerships and expand their business reach, offering improved quality and value to clients.
Initially famous for addressing specific it challenges, offshoring has evolved into a strategic component for global business operations. Today, it’s essential for businesses to view offshoring as part of an integrated service model, moving beyond mere ‘out-tasking’ to reap its full benefits.